Be a Part of our Team!
Join a working family that is dedicated to the mission of the work we do!
Teaching Strategies is an innovative edtech organization focused on connecting teachers, children, and families. As front runners in the early childhood education market, we build dynamic, top-quality digital products that integrate all of the essential elements of a high-quality solution: curriculum, assessment, professional development, and family engagement. We are building a team of results-oriented individuals who will thrive in a collaborative, work-hard/play-hard culture. We pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is, teaching children to become creative, confident thinkers.
Position Overview
The Partner Success team's mission is to provide a world class experience for our customers. The team is responsible for building and delivering best in class customer journeys that allow our customers to realize the value of Teaching Strategies solutions as soon as possible and to encourage adoption of those solutions within their organizations. We are looking for a forward-thinking, creative, and strategic Partner Specialist. This person will focus on redefining consistent, scalable, and measurable processes related to a client's journey with Teaching Strategies. This role requires a strong balance of creativity and refined execution, so we are looking for a candidate eager to experiment, explore new tactics, and continually improve our ability to understand and connect with our clients. Above all, this person must have excellent customer service and communications skills. As the main point of contact for new customers, this individual will be the face of Teaching Strategies and will eventually play an integral part in ensuring that customers choose our products and solutions year after year.
Specific Roles & Responsibilities
- Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience
- Manage implementation and onboarding of all new and renewing partners
- Understand and anticipate customer's needs
- Accommodate global time zones by demonstrating flexible working hours to ensure availability for teachers and administrators worldwide.
- Employ clear, patient communication strategies, mainly when working with non-native English speakers, ensuring that complex information is easily understood.
- Address customer requests with a problem-solving mindset, understanding that many issues may require multiple iterations.
- Act as a proactive "doer," navigating internal resources and teams to promptly identify and resolve customer issues.
- Embrace a startup mentality, taking on diverse tasks beyond the traditional role expectations when necessary.
- Foster a positive, energetic team dynamic, contributing to a fun, collaborative environment where people enjoy working hard and making a meaningful impact.
- Identify decision makers, stakeholders, and users for the customer
- Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live
- Develop product knowledge expertise in order to guide customers to realize value quickly
- Project manage new client implementations via email, phone, and web-based tools
- Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis
- Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations.
- Identify churn risks and develop proactive plans to increase customer retention.
- Conduct onboarding webinars for multiple customers with expert presentation skills.
- Performance will be measured by overall customer satisfaction metrics as well as retention rates.
- Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients.
- Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success
- Work with the Support and development teams on improving the product based on customer feedback
- High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.
- Utilize "WhatsApp" to support customers with questions/technical concerns
- Host weekly Office Hours for the International customers
Qualifications
- Experience with Teaching Strategies products and services highly preferred
- This position thrives on innovation and a proactive mindset. We're seeking someone who embraces challenges with a 'can-do' spirit and is ready to explore unconventional solution
- Ability to work flexible hours, often late night and/or early meeting customer calls.
- 2-4 years of experience in Customer Support, Customer Success, Onboarding/ Implementation or Account Management with examples of success
- Bachelor's Degree in business, education or other related areas required
- Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management).
- Experience with Salesforce or another CRM solution is highly desired
- Superior organizational capabilities and time management skills are a must
- Must have proven track record and capabilities for delivering excellent customer experiences
- Must have strong analytical, problem solving and troubleshooting skills
- Excellent written and verbal communication skills
- Effective organizational skills
- Effective presentation skills
Why Teaching Strategies
At Teaching Strategies, our solutions and services are only as strong as the teams that create them. By bringing passion, dedication, and creativity to your job every day, there's no telling what you can do and where you can go! We provide a competitive compensation and benefits package, flexible work schedules, opportunities to engage with co-workers, access to career advancement and professional development opportunities, and the chance to make a difference in the communities we serve.
Let's open the door to your career at Teaching Strategies!
Some additional benefits & perks while working with Teaching Strategies
Teaching Strategies offers our employees a robust suite of benefits and other perks which include:
- Competitive compensation package
- Employee Equity Appreciation Program
- Health and wellness insurance benefits
- 401k with employer match
- Flexible work environment
- Unlimited paid time off (which includes paid holidays and Winter Break)
- Paid parental leave
- Tuition assistance, professional development, and opportunities for career growth
- Best in class technology equipment for every employee
- Penthouse suite in downtown DC seconds away from Washington National's Stadium and Audi Field
Teaching Strategies, LLC is committed to creating a diverse workplace and is proud to be an equal opportunity employer of Minorities, all Genders, Protected Veterans, and Individuals with Disabilities.
Equal Employment Opportunity (EEO)
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act (EPPA)
